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Effective interview-preparation techniques include practicing answers to possible questions, preparing to explain problem areas on your résumé, deciding on professional attire, and a. informing your current employer of your plans. b. preparing success stories. c. writing a resignation letter. d. […]

The ability to understand and enter into the feelings of another is called a. audience demographics. b. sympathy. c. empathy. d. buffering. Answer: Business writers generally place the topic sentence first in a paragraph. a. True b. False Answer: True […]

If your receiver might overlook the bad news, it is appropriate to use the direct strategy. a. True b. False Answer: Wikis promote crowdsourcing and reduce document version confusion. a. True b. False Answer: True RATIONALE: Wikis capitalize on crowdsourcing, […]

Most workplace messages should be organized a. indirectly. b. chronologically. c. directly. d. topically. Answer: Which of the following situations is most appropriate for sending an e-mail message? a. Matthew is angry with one of his colleagues and wants to […]

Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye contact with her interviewer to show respect. b. Slump down in her chair to show that she’s relaxed. c. Wear professional business […]

Which statement about a sympathy message is most accurate? a. Sympathy messages are probably more difficult to write than any other kind of message. b. Sympathy messages should reference the death or misfortune sensitively. c. Sympathy messages should praise the […]

50. When writing a resignation letter to your employer, you should a. allow more than the standard two–week notice if you have a high or responsible position within the company. b. offer thanks and end with a forward-looking statement. c. […]

1. Which of the following statements about job interviews is most accurate? a. The more an individual learns about the interview process, the better prepared he or she will be. b. Job interviews allow employers and candidates opportunities to evaluate […]

When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person. a. True b. False Answer: Choose the best closing sentence for a cover message. a. You should schedule my interview […]

Empathic writers a. use more first-person pronouns than second-person pronouns in their messages. b. try to give something to the receiver. c. think about their needs before the receiver’s needs. d. All answer choices reflect techniques used by empathic writers. […]

Businesses grant legitimate adjustments for two reasons: to protect themselves against future damages and to satisfy their customers and retain their business. a. True b. False Answer: In the education section of your résumé, you should a. list all college […]

To improve readability and comprehension through white space, a. use approximately 20 or fewer words per sentence. b. construct paragraphs consisting of 12-15 printed lines. c. develop long paragraphs. d. avoid the use of topic sentences on shorter paragraphs. Answer: […]

Which of the following is a formal research method? a. Talking with your boss b. Investigating primary sources c. Brainstorming d. Looking in company files Answer: Professional writers develop a system of writing and revising that works for them; they […]

Never specify the age of a person in business messages. a. True b. False Answer: Individuals rather than teams generally produce quicker, more accurate decisions. a. True b. False Answer: False RATIONALE: Teams, not individuals, can make quicker and better […]

Based on their function, business reports typically fall into one of two categories: instructional or persuasive. a. True b. False Answer: A communication channel a. is anything that interrupts the transmission of a message. b. should be selected before idea […]

All of the following are tips you should follow when microblogging except a. ignore spelling, grammar, and punctuation errors. b. include only the main ideas. c. personalize your message if possible. d. choose descriptive but short words. Answer: Good speakers […]

The best way to find a job online is at a company’s own website. a. True b. False Answer: Which of the following is a formal research method? a. Performing a scientific experiment b. Searching the Web c. Conducting an […]

Which of the following statements about work teams is most accurate? a. Teams should avoid conflict to prevent tension among group members. b. To be most effective, teams should be comprised of individuals with similar backgrounds, ethnicity, age, skills, and […]

The final element of an e-mail message should be a. your name and full contact information. b. a witty phrase and your name. c. the name of the business or organization only. d. an attachment. Answer: Text and instant messaging […]

You are using the corporate blog to respond to a business emergency. Which of the following is the best recommendation? a. Use the blog as the sole provider of emergency information to avoid muddled messages. b. Make the blog part […]

To demonstrate your humility, openly share at least one personal weakness with the interviewer. a. True b. False Answer: Positive language generally conveys more information than negative language does. a. True b. False Answer: True RATIONALE: Improve the clarity and […]

Which of the following is the best advice when traveling to and arriving at your interview? a. Limit grooming time because the more time you have, the more nervous you will get. b. If something unexpected happens causing you to […]

You must demonstrate professionalism only in face-to-face interactions. a. True b. False Answer: When asking a previous supervisor to write a letter of recommendation, you would be smart to provide the supervisor with a detailed description of your target job, […]

Many researchers today begin by looking in electronic databases because a. they know that all data found in electronic databases are valid and reliable. b. electronic databases are always a free resource. c. it is easy to cite sources found […]

Which of the following statements is most accurate? a. Ethics is a priority for many businesses. b. Because of economic concerns, American companies are relying on local markets. c. Most companies discourage workers from working in teams because they fear […]

Long sentence lead-ins a. are unnecessary introductory words. b. introduce the “meat” of the message. c. avoid reader confusion. d. demonstrate effective language usage. Answer: Which of the following is most accurate about the use of persuasion in business? a. […]

Business letters are the preferred channel of communication for delivering messages outside of an organization. a. True b. False Answer: Which of the following kinds of business messages typically use the indirect strategy? a. Nonsensitive memos b. Routine requests c. […]

Passive: A law protecting oak trees was being considered. [The sentence subject is law; it is not doing the acting. It is being acted upon. We don’t know who is doing the acting. The passive-voice verb is was being considered.] […]

© Dr. Mary Ellen Guffey – May be duplicated for educational purposes only. ESSENTIALS OF BUSINESS COMMUNICATION BUSINESS COMMUNICATION: PROCESS AND PRODUCT time of one month = (ownership word, month, does not end in an “s” sound) duties of employees […]

3. mother and father are taking my sister on an alaskan cruise. 4. jessica, who already holds an associate’s degree, will soon graduate from bowling green state university, where she majored in accounting. 5. during the spring she was interviewed […]

In this chapter, students will learn how communication and critical thinking skills fuel career success and understand significant workplace changes including rapidly changing communication technology, anytime-anywhere availability, global competition, flattened management layers, and an increased use of teams. In addition, […]

scores are, they can still succeed in your course. Encourage them to recognize their shortcomings, and explain that doing so will help them improve. After they have chosen the traits they intend to work on immediately, encourage them to begin […]

2. Conduct research using primary and secondary sources, and understand how to assess the credibility of resources. 3. Identify the purposes and techniques of documenting and citing sources in business reports. 4. Convert report data into meaningful visual aids and […]

to bring up problems that are insignificant or whose solutions wouldn’t generate much in savings or earnings—the standard for writing a proposal. Students may need help identifying a problem that would merit a written proposal. Another standard for writing a […]

voice as a communication tool. Students learn how to respond professionally to workplace criticism and how to offer constructive criticism on the job. They learn to polish their professional telephone, cell phone, and smartphone etiquette as well as voice mail […]

© 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website […]

sites among our typical student groups. However, signing up is easy, and instructions abound on the Twitter website. Guy Kawasaki, a venture capitalist and angel investor, is a prolific Twitter user. He prefers to share links to interesting blogs and […]

Extensive coverage is devoted to designing multimedia presentations. Students explore applying appropriate PowerPoint design principles, including adapting text and color schemes as well as organizing, composing, and editing a slideshow. They study how to keep the audience engaged using effective […]

Finally, students study methods for composing effective cover messages. This chapter contains some of the most important topics in the business communication course and deserves ample class time. Even if your school offers employment communication in another course, students will […]

• Major: Accounting; Minor: Finance • Completed 90 units including courses in Analysis and Application of Accounting Data and Financial Reporting • Dean’s Honor List, Fall 2014 • On-the-job practical experience including financial consulting in the mortgage industry • Developed […]

The chapter also emphasizes professional conduct during interviews, including controlling nonverbal messages and fighting fear. The major focus of the chapter, however, is on typical questions asked during hiring interviews—situational, behavioral, and challenging ones—and how students should respond. Students are […]

e-mail or notes, whereas others strike up conversations with fellow applicants, the staff, or the interviewer. [Reynolds Lewis, K. 2011, July 6. Group job interview or cattle call? CNNMoney. Retrieved from http://management.fortune.cnn.com/2011/07/06/group-job-interview-or-cattle- call] A commonsense recommendation to students might be […]

26. Hi, Jeff: Please persuade Ramona to take over the budget preparation. 27. By the way, Danika was upset when the manager accused her of stealing office supplies. She may quit. 28. He didn’t have the nerve to criticize her […]

In the prewriting stage, students learn to analyze the task, purpose, and expected response to the message. They learn to select an appropriate channel for a message and profile the audience. In the remainder of the chapter, students explore writing […]

After the first part of the chapter discusses the writing process, the rest of the chapter focuses on writing techniques, beginning with the components of effective sentences. Students learn how to avoid sentence fragments, run-on sentences, and comma-splice sentences. They […]

29. b 34. b 30. a 35. a 31. a 36. b 32. b 38. McDonald’s tried new spices and cooking techniques to improve its hamburgers. 39. My boss designed our new company logo. 40. The CEO commended the managers […]

To further improve their revision expertise, they learn to improve clarity by keeping ideas simple, eliminating trite business phrases, dropping clichés, and avoiding slang and buzzwords. They practice improving vigor and directness by unburying verbs, controlling exuberance, and choosing precise […]

18. Seldom has it been advisable for us to borrow money for 90 or fewer days. 19. Because our Web advertising income is increasing gradually, we might seek a $50,000 loan. 20. Although we have had no response to our […]

17. a Subject line: Attend Orientation for New Low-Cost Day-Care Program January 18 18. b Subject line: Please Participate in Upcoming Satisfaction Survey 19. b Subject line: Introducing New Policy to Ensure Safe Blogging • See a tax pro pronto. […]

In addition, this chapter introduces podcasts, wikis, and blogs. Any applications that do not require a human presence (e.g., certain training videos) lend themselves to podcast recordings that users can stream or download on demand. Wikis enable far-flung team members […]

Solutions – Chapter 6 ⚫ 13 6.11 Direct Response: Describing Your Major Current date Mr. Allen M. Miller 5290 Park Avenue Fairfield, CT 06432 Dear Allen: In response to your inquiry about my major here at Valley View College, let […]

Solutions – Chapter 6 ⚫ 1 CHAPTER 6 SOLUTIONS Writing Improvement Exercises Improving Subject Lines and Opening Paragraphs in Positive Messages (Objs. 1, 2) 16. Subject line: Need Advice on Selecting a Computing Device for a Small Business Opening sentence: […]

Positive messages are those that follow the direct strategy because the sender expects the response to be receptive or neutral. Therefore, most positive messages begin with the good news or neutral news immediately. In this chapter students will learn to […]

The major portion of the chapter is devoted to the components of the indirect strategy and techniques for delivering negative news sensitively. Students learn to apply those techniques in refusing direct requests and claims, as well as breaking bad news […]

18. Because visitors are no longer covered by our liability insurance coverage, company tours must be postponed indefinitely. 19. Large SUVs are not covered by your car rental insurance. 20. Health and dental benefits are offered only after employees have […]

Solutions – Chapter 8 ⚫ 1 CHAPTER 8 SOLUTIONS Writing Improvement Exercise 16. Indirect 21. Indirect 17. Indirect 22. Indirect 18. Direct 23. Direct 19. Indirect 24. Indirect 20. Direct 25. Direct 8.1 Radical Rewrite Weak Persuasive Request Inviting Small […]

Solutions – Chapter 8 ⚫ 12 8.10 Persuasive Request: Junk Food Props Up School Budget Current date Board of Directors Gresham-Barlow School District P.O. Box 310 Gresham, OR 97033 Dear Directors: Recent surveys show that approximately one third of U.S. […]

3. Write compelling claims and deliver successful complaints. 4. Understand interpersonal persuasion at work, and compose persuasive messages within organizations. 5. Create effective and ethical direct-mail and e-mail sales messages employing the AIDA strategy: gaining attention, building interest, developing desire, […]

© 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website […]

Most workers in business organizations today write some type of report on a regular basis, usually informal short reports, often distributed as a simple e-mail message. Occasionally workers collaborate in teams on larger-scale projects. This is why students need to […]

© Dr. Mary Ellen Guffey, author, ESSENTIALS OF BUSINESS COMMUNICATION and BUSINESS COMMUNICATION: PROCESS AND PRODUCT. May be reproduced for educational purposes only. 7. One way to reduce sodium in flavored chips is to cut salt crystals differently, and keep […]

4. Jessica Markey who was preparing for an upcoming job interview practiced answering typical interview questions and recorded her answers so that she could critique her delivery. 5. Jessica’s interview was scheduled for 2 p.m. on Tuesday May 5 in […]

Mark supervises shipping. Greta controls invoicing. (Separate into two sentences.) Mark supervises shipping; Greta controls invoicing. (Change comma to semicolon.) 3. No stock prices were available yesterday, the market was closed for the holiday. 4. Many applicants responded to our […]

3. She finally made up her mind to go back to school and work toward the completion of her degree. 4. In spite of the fact that it’s a longer commute, I made the decision to take them up on […]

4. After the restructuring, the company (then, than) offered higher salaries (then, than) anyone expected. 5. (Their, There, They’re) going to put (their, there, they’re) backpacks over (their, there, they’re) near the door. 6. News of the merger immediately (effected, […]

my computer. Revision: While I was searching the Web, a virus infiltrated my computer. Misplaced modifier: She died in the house in which she was born at the age of 88. Revision: At the age of 88, she died in […]

Editing Challenge Solutions ⚫ 1 EDITING CHALLENGE – SOLUTIONS Editing Challenge 1- Page 30 © 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a […]

5. Being that, being as. Replace these nonstandard expressions with because. 6. Considered to be. Eliminate to be for concise expression. 7. Due to the fact that. Convey your meaning concisely with because. 8. Each and every. Use one or […]

• Do not hyphenate combinations including adverbs that end in ly (Our newly decorated offices look great.) • Do not add hyphens involving prefixes such as non, pre, over, and super (nonabrasive, nonbearing, preseason, overpaid, and supersmart). 4. Only a […]

2013, April Guffey Newsletter Bonus Case Study Persuasive Message: Miserable Meetings The following e-mail message suffers from many writing faults, including poor tone and poor persuasive strategy. It originated with a manager and is addressed to his boss. Your Task. […]

• Dates. Use figures when the day follows the month (May 5). Do not add the ordinals th, nd, rd unless the day precedes the month (fifth of May) or stands alone (on the fifth). • Clock time. Use figures […]

1. We want to increase product use. a. Increase product use 2. Introduce complementary products. b. Introduce complementary products 3. Our corporate image must be enhanced. c. Enhance our corporate image Not only must we check our Web site, but […]

your hourly wage, which is the minimum required by law. Turnover at Carly’s is high because many employees just don’t think the job is worth it, and during the recent holiday rush, several of your co-workers quit unexpectedly. March Case […]

2013, Fall Guffey Newsletter Bonus Case Study Negative Message: Poor Claim Request Your Task. The following e-mail message suffers from many writing faults. List its weaknesses and then revise to remedy them. Current date Mr. John Lear Regional General Manager […]

we will begin shipping again. 3. As we gather customer information, we would like to know if you have any complaints about our products or services. 4. Your June 2 letter claims that you were treated rudely by our customer […]

me, us, him, her, it, them, you Use these pronouns as objects of verb or objects of preposition. Use these pronouns to show possession. Note: No apostrophes! 2. Compound objects Send the note to him or me [not I]. [Ignore […]

9. Each student must submit his or her report on Monday. OR: All students must submit their reports on Monday. 10. Both the network administrator and I are concerned about the increase in personal Web use and its tendency to […]

“Honesty,” said the president, “is the best policy.” The president said that honesty is always the best policy. Josh was called a “pizza pirate” because he refused to chip in for the delivery. [Slang] A great fear in business is […]

achievements and avoid generalities. Refer to the employment chapters in Dr. Guffey’s Essentials of Business Communication or Business Communication: Process and Product for specific advice on résumé composition. agents. 3. Addressed and resolved complaints of tenants for problems such as […]

The recruiter said: “A thoughtful follow-up letter carries as much clout as a cover letter. Be sure to send both.” A post-interview message should deliver one main point: you want the job. Rachel was about to graduate; she was looking […]

Before: Most freshmen live in dorms. Most freshmen gain 15 pounds during their first year in college. After: Most freshmen who live in dorms gain 15 pounds during their first year in college. serve the customer. The Marketing Department sometimes […]

2. Three excellent candidates applied, and our department hopes to get one of them. 3. If you can get the lumber to the building site, we can begin construction. 4. Getting a college degree leads to greater opportunities. 5. You […]

Revised: Several important documents will require your analysis. Wordy: It is a company policy that all new hires take a training session. Revised: Company policy requires all new hires to take a training session. Wordy: The committee oversees accounting procedures […]

Empty space on a page a. should be avoided on any business document. b. can be achieved by creating paragraphs of ten or more printed lines. c. makes it appear as if the writer has nothing to say. d. is […]

What is the best advice when writing a statement of purpose for a formal report? a. Write a statement of purpose only for external formal reports. b. Omit limitations to avoid a negative tone. c. Use action verbs that tell […]

Most people have some apprehension about public speaking. a. True b. False Answer: An e-portfolio is a. an electronic copy of a résumé recorded on a CD or flash drive. b. the addition of work samples and personal information as […]

When using the indirect strategy in a persuasive message, you should place the reasons and explanations a. in the closing of the message. b. after the main idea. c. before the main idea. d. in an attachment to the message. […]

As an employee or potential employee, you should think twice before posting anything online. a. True b. False Answer: How many ideas should be developed in a paragraph? a. Two b. Three to five c. One d. As many as […]

After writing a follow-up letter to thank your interviewer, your next step should be a. alerting your references that they may be contacted by the employer. b. sending a small gift to the receptionist to show your sincere appreciation. c. […]

When brainstorming to generate ideas, you should a. critique each idea as it is suggested. b. record ideas without judging them. c. always work alone for greater efficiency. d. allow no more than five ideas to be discussed. Answer: A […]

Headings that show the sections of a report are called a. talking headings. b. signposts. c. functional headings. d. cross-sectional divisions. Answer: It is acceptable for a speaker to break the 6 x 6 rule for multimedia slides when the […]

Which of the following is an effective opening for a routine request message? a. Please answer the following questions about your Web services. b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc. c. […]

Companies use virtual meetings to a. save travel costs. b. reduce employee fatigue. c. connect dispersed participants. d. All answer choices provide reasons companies use virtual meetings. Answer: To help you develop your personal network, you should do all of […]

Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2) a. Why did my boss give this task to me? b. What do I hope to achieve with this […]

Which statement about today’s organizations and their employees is most accurate? a. Organizations are establishing more levels of management to conduct operations and to oversee employees. b. Executives today rely on persuasion to achieve buy-in from subordinates. c. There have […]

Which of the following illustrates a testimonial? a. After completing your training, I received job offers from three employers in one week! b. We are confident that your skills in applying for jobs and interviewing with employers will improve with […]

Which of the following is the best practice for a group when it begins a meeting? a. Wait until all participants arrive. b. Give a quick recap to anyone who arrives late. c. Establish ground rules. d. Start voting on […]

When writers must convey bad news, they must carefully consider all of the following except the a. purpose. b. context. c. audience. d. total number of words they use. Answer: Business e-mail users must learn that e-mail can be dangerous […]

You can avoid one of the biggest problems with most oral presentations if you focus your speech on a few key ideas. a. True b. False Answer: When you deliver constructive criticism, you should use the word “we” instead of […]

Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the best apology? a. We know that you rely on your espresso machine to function properly. b. We apologize […]

To capture the reader’s attention and interest in a persuasive request, you can make an unexpected statement, suggest reader benefits, offer praise or compliments, or ask a stimulating question. a. True b. False Answer: When right margins are not aligned […]